GEICO is seeking a highly skilled and motivated Manager/Senior Manager to manage long term and lead the transition of our contact center routing platform from Cisco UCCE to AWS Connect. This pivotal role will oversee the routing conversion for multiple lines of business, including Sales, Service, Claims, and Commercial, ensuring a seamless and efficient implementation across all subfunctions. The ideal candidate will have a deep understanding of the AWS platform, strong analytical abilities to identify routing efficiencies, and the capability to collaborate effectively across the enterprise while managing the AWS Connect platform to critical KPIs, such as routing accuracy, call containment, and customer satisfaction.

Key Responsibilities:

• Lead AWS Connect Routing Conversion: Drive the migration from Cisco UCCE to AWS Connect, ensuring minimal disruption to business operations and maximizing the benefits of the new platform.
• KPI Management: Develop and implement strategies to manage the AWS Connect platform effectively against key performance indicators, including routing accuracy, call containment rates, and customer satisfaction scores.
• Collaborate Across Lines of Business: Work closely with stakeholders across Sales, Service, Claims, and Commercial lines, as well as subfunctions, to understand specific needs and customize routing solutions that meet established KPIs.
• Analyze Data for Routing Efficiencies: Use data analysis tools and methodologies to assess current routing strategies, identify areas for improvement, and implement data-driven routing enhancements that drive improved KPI performance.
• Project Management: Develop and maintain detailed project plans, timelines, and deliverables. Ensure milestones are met on time and within budget while continuously tracking and reporting on KPI metrics.
• Foster Innovation: Serve as a forward-thinking leader, continually exploring new technologies and strategies to enhance routing accuracy, increase containment rates, and elevate overall customer satisfaction.
• Cross-Functional Collaboration: Partner with Product, IT, Operations, Customer Experience, and other departments to ensure alignment and integration of AWS Connect routing with broader business objectives and KPI targets.
• Training and Development: Lead training and development initiatives to ensure all team members are proficient in using AWS Connect and are focused on achieving KPI goals.
• Continuous Improvement: Monitor performance metrics related to routing accuracy, containment, and customer satisfaction. Gather feedback and refine routing strategies to optimize service levels, reduce costs, and meet or exceed KPIs.

Qualifications:

• Experience: Minimum of 10 years of experience in contact center management, with at least 5 years focused on AWS Connect or similar cloud-based contact center solutions.
• Technical Skills: Strong knowledge of the AWS Connect platform, including architecture, routing strategies, and data analytics, with a proven ability to manage to KPIs such as routing accuracy, call containment, and customer satisfaction.
• Analytical Abilities: Proficient in data analysis and performance measurement tools to identify and implement routing efficiencies that drive KPI success.
• Leadership Skills: Proven experience in leading cross-functional teams and managing large-scale projects with a focus on achieving key performance metrics.
• Collaboration: Excellent interpersonal and communication skills, with the ability to work effectively across multiple departments and lines of business.
• Forward Thinker: Demonstrated ability to anticipate future trends and challenges and proactively develop innovative solutions that align with KPI objectives.
• Education: Bachelor’s degree in a related field (e.g., Information Technology, Business Administration, Data Science) or equivalent experience.

 

Annual Salary

$89,000.00 - $168,000.00

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

 

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

 

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period**
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Reimbursement
• Paid Training and Licensures

*Benefits may be different by location.  Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.